ABACUS

ABACUS

Analyst, Enterprise Service Desk

Charlotte, North Carolina, United States · Senior

Sponsorship not specifiedDetected 6 days ago
Customer SupportTCP/IPDNSVPNVoIPCommunicationMicrosoft OfficeSharePointCompTIA

About the role

  • This role serves as an initial point of contact for Abacus clients across the Financial and Medical sectors and is responsible for delivering responsive, white-glove service while maintaining strong ticket ownership and documentation standards.

Responsibilities

  • Client Support & Communication
  • Serve as an initial point of contact for client and system-generated support requests.
  • Triage, prioritize, and manage assigned tickets in accordance with published processes and escalation guidelines.
  • Maintain accurate ticket statuses and ensure client-facing updates are timely and complete.
  • Support common Microsoft 365, Active Directory, MFA, VPN, endpoint, and application-related requests.
  • Identify, isolate, and document hardware, software, network, and systems issues.

Requirements

  • Associate degree in a technology-related field or equivalent combination of education and work experience.
  • Experience in an MSP, financial services, medical, or other client-facing support environment strongly preferred.
  • Key Traits
  • Client-focused and service-oriented.
  • Accountable and ownership-minded.
  • Calm, professional, and effective under pressure.
  • Detail-oriented, organized, and consistent in follow-through.
  • Collaborative and committed to continuous learning.
  • The Benefits of Working for Abacus
  • Exposure to a diverse array of technologies.

Nice to have

  • 3+ years of experience in IT support, service desk, desktop support, or a related technical support role preferred.
  • Technical licenses, training, or certifications preferred, such as CompTIA A+, Network+, Security+, or Microsoft certifications.

Skills

  • Strong verbal and written communication skills, with the ability to adapt communication for technical and non-technical audiences.
  • Ability to demonstrate empathy, professionalism, and urgency when supporting clients and colleagues.
  • Strong prioritization, organization, and time-management skills in a fast-paced environment.
  • Process-oriented troubleshooting approach with clear documentation of findings, actions, and next steps.
  • Commitment to following internal operations processes, policies, and service delivery standards.
  • Technical Experience
  • Experience with Active Directory or Entra ID user, group, and permission administration.
  • Experience supporting Windows workstations, printers, peripheral devices, and common business applications.
  • Familiarity with MFA tools such as Duo Security and Microsoft Authenticator.
  • Working knowledge of endpoint management tools such as Intune or comparable MDM platforms.
  • Foundational understanding of DNS, DHCP, TCP/IP, VPN, and remote access concepts.
  • Exposure to Citrix, VMware, backup technologies, VoIP, and monitoring tools preferred.

Compensation

  • Competitive compensation.

Benefits

  • Opportunities to further technical education through online courses.
  • Workplace perks including healthy snacks and team-building events.
  • medical, dental, vision, disability, life insurance, 401k, and PTO.
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This listing is sourced directly from ABACUS's careers page and normalized into a canonical job model.